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Complaint Details
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Initial Complaint
09/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
FPL has been automatically charging our bank account via ACH since 2014. Today I get an automated call that we're being disconnected. The representative I'm connected with tells me we are getting disconnected within one hour. I log on to our FPL.com account to see we are current and that they drafted our payment. Then, I check our bank account and sure enough, FPL has charged us in August, as they do every month. The representative tells me that our account is not showing paid in their "back office" even though the FPL website says it is. He says there is nothing he can do and that we will be disconnected today. Unless I physically go to a local FPL office within the hour and pay in cash, for the bill they've already charged us for. Then, if they find our original money, they will refund what we've paid in cash. The fact that a company of this size can get away with losing a customer's money and disconnecting service for its own error is unbelievable.
Business response
09/03/2021
Business Response /* (1000, 5, 2021/09/03) */ Please note that FPL's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received Mr. ****'s complaint on September 2, 2021. The customer's concerns have been addressed and the customer was satisfied with the information provided. Consumer Response /* (2000, 7, 2021/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) FPL followed up with me quickly to resolve the issue. My inquiry was the result of a scam.Initial Complaint
08/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
FLORIDA POWER and LIGHT (FPL) has had several unscheduled outages during working hours in the ladt 2 months or longer impacting 3 people working ftom home To the point of talking in the middle of meetings and getting disconnected. They just announced a scheduled outage in the middle of a working day. It is very known to all bussiness that a lot of people are working ftom home. I called and spoke to 2 supervisors thd first one Mr Roldon Id 4294 text me a link to file a claim due to loss of equipment or food. Goodness! And the second supervisor, Lynette id 0103 directed me to contact the engineer that's coming to do the work on the scheduled outage. I told her that thdt was their job and not mine. I do demand a credit from FPL, not only for the aggravation, but for the inconvenience caused. Thank you!Business response
09/28/2021
Business Response /* (1000, 6, 2021/09/08) */ Please note that FPL's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received Ms. **********'s complaint on August 31, 2021. The customer's concerns have been addressed and FPL is working with the customer to reach a satisfactory resolution. Consumer Response /* (3000, 15, 2021/09/21) */ Hello. I had a series of over 5 people calling me and they all have been the wrong department. They say they keep referring me to the correct department. Business Response /* (4000, 17, 2021/09/27) */ In response to the rebuttal, FPL re-contacted the customer and further discussed their concerns; however, the customer does not agree with the resolution of their complaint. At this time, the customer's concerns have been fully addressed and FPL's position on the matter has been explained. Our best efforts have been put forth to satisfy the customer. Consumer Response /* (4200, 19, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) FPL did not provide a solution. They simply didn't care about the impact on our power constantly going down on and off for over 6 weeks when we have 3 people working from home. We have been paying customers for almost 30 years and always in good standing. All I have requested is some kind if credit for the big inconvenience caused. And they didn't even agree to a penny! If I had a choice to go with a different electric company, I would have switched long time ago!Initial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have automatic bill pay set up with FPL and my bill date wasn't until September 1st but they charged me a week early after I done called to tell them my bank acct was hacked so I had to close that acct well the customer service rep was so rude and disrespectful telling me I need to pay my bills instead of making excuses so I hung up and tried to file a complaint to no avail but now FPL has restricted my ability to pay my bill with automatic bill pay because my account did not process my payment due to the fact my account was closed but I tried to call and fix it before the payment was processed but the customer service was so horrible and not helpful. I've always paid my bills I have a credit score of 700 and FPL is treating me like a delinquent. I want my account restored to its previous status and a apology for the disrespectBusiness response
09/24/2021
Business Response /* (1000, 6, 2021/09/03) */ Please note that FPL's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received Mr. *****' complaint on August 27, 2021. The customer's concerns have been addressed and the customer is satisfied with the action plan to resolve the issue.Initial Complaint
08/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for autopay. Having received a reply saying I was successful I still received 2 red overdue notices one say I may be disconnected. It too forever to get to a real person who says it takes 4 weeks to set up even though I I'm not a new customer.Business response
09/09/2021
Business Response /* (1000, 6, 2021/08/20) */ Please note that FPL's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received ****** ***' complaint on August 12, 2021. The customer's concerns have been addressed and the issue has been resolved to the customer's satisfaction. Consumer Response /* (2000, 8, 2021/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
07/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
FPL has now billed me for three months of service from 7/9/2021 to 7/20/2021. The meter on our house went out in November 2020 and was just recently replaced in July due to delays on FPL's end. We went two months without a bill from FPL at which time I called to confirm we didn't owe anything. The confirmed we did not owe for these months. Now I've been billed over $300 twice on the same day on July 9th and then another $297 on July 20th. Their only remedy is to extend the payments, but I will still owe my regular monthly payments as well on top of these extended payments. I'm not understanding how FPL's inability to bill their customers correctly is now falling on the customer to pay for three months of service all at once. Even with the payment extensions, this is a lot of money I simply do not have to spare. Their only response was well there was power to your house so you need to pay. If FPL didn't bill me, how could I have paid?? I have uploaded the bill documents.Business response
08/09/2021
Business Response /* (1000, 5, 2021/07/27) */ Please note that FPL's records are confidential and the customer's account *** only be discussed with the customer of record. However, please accept this as confirmation that FPL received Mr. ****'s complaint on July 22, 2021 and the issue has been addressed with the customer to reach a resolution.Initial Complaint
07/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Customer service was horrendous! Rep 4328 is horrible! I've been waiting over a month for my refund after terminating services and she is unwilling to help in anyway.Business response
08/05/2021
Business Response /* (1000, 5, 2021/07/07) */ Please note that FPL's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received Ms. ********'s complaint on July 2, 2021 and has made multiple unsuccessful attempts to contact the customer. A letter was mailed explaining the action taken by FPL to satisfactorily resolve the matter, and requesting contact from the customer should she have questions or concerns.Initial Complaint
05/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
FPL is stealing from me. I am a disabled veteran who purchased solar panel and FPL is reporting differnt numbers from my solar company. I called FPL and they have no answer they want to say well your at zero used. Yes i am at 0 kWh but I should have 500 kWh credit they reflect 139 according to them. This is not on my bill and this information is hidden from me. They can change the information to suit their needs and rob the customer. FPL wants to have someone else call me but it will be 2-4 business days.Business response
08/06/2021
Business Response /* (1000, 5, 2021/05/28) */ Please note that FPL's records are confidential and the customer's account may only be discussed with the customer of record. However, please accept this as confirmation that FPL received Mr. ******'s complaint on May 21, 2021. The customer's concerns have been addressed and the customer has accepted FPL's response. Consumer Response /* (2000, 7, 2021/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint Response Date bumped because: Holiday
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Get a QuoteCustomer Complaints Summary
944 total complaints in the last 3 years.
417 complaints closed in the last 12 months.